Topcashback Questions & Answers

gary44

TopCashBack_Company_Representative wrote: »

Hi there,

@gary44, the claims process can be quite long-winded due to the channels that have to be followed. We do not work directly with the merchant but via their affiliate marketing network, this does mean that sometimes it can take a few months for a full resolution to be received. Our Claims Team are not always able to provide regular updates as we simply do not have any information to pass forward until we have received this from the merchant and their network. Please be assured that as soon as any information has been received regarding your claim, our Claims Team will update you on your claim thread. I hope that we are able to provide you with a positive outcome to your claim soon.

Kind regards,
Samantha

Thanks for your reply
can I ask why does it take so long? And if you look at your own forums there are loads of people who are in the same predicament. There is now a post in the motoring section of this forum complaining of the same thing
do topcashback care about this?

Jue_xx

It has been credited now, many thanks for sorting that Samantha!

TopCashBack_Company_Representative

Hi there,

@gary44, the reason that the claims process can take some time is due to the fact that all the information provided needs to be checked over by ourselves before this is then submitted to the network. The network then also need to do the same before passing this on to the merchant for a resolution to be reached. This resolution then has to fed back down the same channels. I can assure you that as a company we care greatly about our members and we do all that we can to get any issues resolved as swiftly as possible and the majority of claims are resolved within a reasonable time. Unfortunately though, as we are dependent on the merchant, some claims can take longer to progress. I hope that we are able to get your claim resolved for you swiftly.

@Jue xx, I am glad to hear that this has now been sorted for you I am glad that I could help. I have not long re-emailed you regarding the app image and testing the image sent via your iPad but you can ignore that request now

Kind regards,
Samantha

akh43

I am having problems logging in, my username and password are usually saved as only me uses my laptop. I received an email today about a customer care update and clicked on the link in the email to log in. It wouldnt log me in with my usual details, it just kept bringing up the log in page. After several attempts I gave up and requested a link to change my password, which i received and duly changed my password, I then went to log in again with the new password and I get the message:

Password Reset

• This link has allready been used, please request a new password reset email.
• Click here to request a password reset.

So I requested yet another link to change my password, change it yet again, go to log in and get the same message again.


3 times I have now changed my password and still I cannot log in.


I go to contact you from the site, but I cannot do this as I cant log in :mad:


I am just going around in circles - how can I resolve this?

TopCashBack_Company_Representative

Hi akh43,

I am sorry to hear that you are experiencing this issue.

There is a 'Contact Us' form which is available on the logged out homepage for these situations, however, I would be more than happy to see if I can assist you with this.

Could you contact me via email at mse@topcashback.co.uk?

I look forward to hearing from you.

Kind regards,
Samantha

anipri

Hi

I am yet to receive a resolution and still not able to access my account.
Could you please follow this up.
I put mail to Andrew Lees and you(mse@topcaskback.co.uk)
Thanks for your help.

Regards
//Anirban
07424432149

TopCashBack_Company_Representative

Hi Anirban,

I have seen your email. I will respond to you on there if that is ok?

I hope that we can be of assistance in resolving this for you.

Kind regards,
Samantha

anipri

TopCashBack_Company_Representative wrote: »

Hi Anirban,

I have seen your email. I will respond to you on there if that is ok?

I hope that we can be of assistance in resolving this for you.

Kind regards,
Samantha

Thanks Samantha.
I received your mail and I shall wait for few more days as suggested by you.

TopCashBack_Company_Representative

Hi Anirban.

I hope you had a nice weekend.

I am happy to help, I hope that we are able to get this resolved for you soon.

Kind regards,
Samantha

johnk

Hi, Samantha,
I sent you an email regarding my payment issue (in Tesco points) - essentially I still haven't received it after the "latest time" as advised. Could you take a look please?
Thank you.